Analysis of Ride-Hailing Passenger Satisfaction and Life Satisfaction Based on a MIMIC Model

Abstract

Well-being enhancement is an essential goal of urban transportation. As an emerging and popular mode of urban transportation, the impact of the ride-hailing service on people’s well-being has not been well examined, especially in developing countries. In order to study the influencing factors of ride-hailing passenger satisfaction and the relationship between passenger satisfaction and subjective well-being, a conceptual framework of the relationships between ride-hailing passengers’ characteristics, the service quality of ride-hailing (service perception, operation service, external influence, and safety perception), passenger satisfaction, and life satisfaction is developed and verified with data collected in Dalian city, China. A comparative analysis between express and hitch in the ride-hailing service is conducted by a multiple indicators multiple causes model. The result shows that service perception, safety perception, external influence, and operation service have significantly positive effects on passenger satisfaction in both express and hitch, but they play diverse roles. Passenger satisfaction in express and hitch positively and differently affects their respective life satisfaction with the consideration of individual heterogeneity in terms of socio-economic characteristics. These findings complement the interaction mechanism of service quality, passenger satisfaction, and life satisfaction in the field of ride-hailing; they provide critical insights for ride-hailing platforms and policymakers to satisfy the diversified travel needs and the well-being improvement of the public.